Columbia Gas of Massachusetts

Despite [redacted] fully on time payments, my gas was turned off, leaving me with freezing water. I was told every 3 years Columbia Gas needs to check gas pipes for safety. I have been a customer for 2 years, and have made all payments 100% on time. The company randomly turned off my gas leaving me with freezing water for bathing. When I called them to ask what was going on, they claimed they had sent me documents stating they needed to inspect my lines as it had been 3 years (it's only been 2). I never received any documents at all. They then told me I had to start over as a brand new customer and they would not turn my gas on for 6-8 weeks. They had me fill out new customer paperwork, and draw out architecture plans for my water heaters. There is verbiage in their documents that state I will be responsible for upwards of [redacted] if I do not activate my gas within 180 of receiving the document. I am also responsible for the cost of a new water tank. Again, I have been a customer for only 2 years, and just 2 years ago Columbia gas installed the entire tank system, and gas lines as my home had been vacated for many years prior to my purchasing it. I have placed multiple calls asking them to get the gas on sooner than 6-8 weeks as I live with an elderly relative, and the cold water is not beneficial for either of our health.Desired SettlementI would like to continue as an existing client and have my service reinstated immediately without incurring any additional charges. 6-8 weeks is too long to wait for heated water. Business Response Upon notice that a new owner had taken over this property, which happened after the service was cut off, CMA worked in the most efficient manner possible to restore the service. Once the paperwork for the new service was processed, the location was marked, dig safe called and the permit was applied for. Upon approval of the permit, the crew charged with renewing the service was scheduled. CMA arranged for the appliances to be re-piped to the new meter fit, installation of the new meter and service restoral to occur within a short period of time after the street work was completed. CMA will apply a [redacted] credit to Ms. Greigre's account for her plumber invoice and a customer satisfaction credit will also be applied to her account once the orders are updated on CMA's customer information system and her account is re-activated.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Although this response is accurate, it needs to be clearly stated that the notice CMA received "that a new owner had taken over this property" was inaccurately generated, as I had been living at this property for no less than 2 years. Furthermore, CMA did not contact me at any point prior to shutting my gas off. These two points are missing from the above explanation. We appreciate their efforts to restore the service as quickly as possible, and the credit they have applied towards the plumber bill, but we want to ensure that the appropriate measures are instilled so that this doesn't happen to anyone else. Final Business Response CMA takes full responsibility for disconnecting the service to this property. A proper investigation would have revealed that there was a new owner of the property and that CMA should have communicated with that new owner. CMA takes full responsibility for this error. As a result of this example, CMA is taking steps to ensure that this does not happen to another customer.

In 2007 we had a gas furnace installed. The furnace has NEVER worked right since it was installed. In 7 years about 14 issues.On [redacted] We had a [redacted] furnace model [redacted] serial:EXXXXXXXX installed by [redacted] now Columbia Gas of Massachusetts For [redacted] in our Home.we have had noting but trouble with the unit since it was installed. One month to the day [redacted] we had no heat. service called [redacted] no heat service call made. [redacted] no heat replaced pwm board [redacted] no heat service [redacted] no heat service [redacted] no heat sevice [redacted] no heat service call. [redacted] no heat service [redacted] no heat service call. It should be noted on all theses service calls I continued to speak with several different people from [redacted] Gas complaining about my on going issues and felt the unit should be replaced with a functioning on.I spoke [redacted] who now no longer work for the company.In 2011 after several service calls and thousands of dollars. [redacted]. I explained to her the continuing problems I had. She sent out the territory service [redacted] from the [redacted] Co on [redacted] He did several test and reported his findings to be a venting issue and ordered some repairs. Stating the unit was in good working condition. I disagree with theses findings. The repairs he suggested were completed on [redacted] The unit may have worked for 1 year without a service call since it's been installed. Problems continued [redacted] the unit began leaking water. 4 service calls and 3 different plumbers the unit was repaired on [redacted] On [redacted] the unit failed again. Plumber came 4 times and can't find the problem. I called a second plumber came on [redacted] replaced a pump and problem still not resolved. I tried calling Columbia Gas several times as well as the [redacted] rep [redacted] with no response. At some point I believe [redacted] may have said that some of the issues were because the unit was not installed properly. I have had at least 14 problems in 7 years and feel I got a defective boiler.Desired SettlementI requested a new boiler in 2011 because of the on going problems.Several of these problems have occurred while i've been away and if not for a freeze alarm I would have had pipe and water damage. I feel I can't leave home for too long during the winter months because of this ongoing problem. Ultimately all I wanted was what I paid for. I have a [redacted] care policy the covers repairs up to a certain amount. I have gone over that amount several times just trying to get heat. Neither Columbia Gas nor [redacted] systems finds my issues to be alarming. I will state again I just want a working boiler that I paid for and I feel this unit isn't the one. Repair after repair from new @ [redacted] I did not get what I paid for. I would like a new boilerThanks [redacted]Business Response We have examined the documentation relating to the sale and installation of a [redacted] residential [redacted] and [redacted] Boiler/Water Heater model number [redacted] (the "Appliance") to [redacted] and [redacted] in [redacted] 2007. The Appliance Sales Agreement dated [redacted] 2007 indicates that [redacted] Company's, currently doing business as Columbia Gas of Massachusetts ("Columbia"), warranty obligations are that the installation of the Appliance be free of defects for a period of one year after the Appliance was installed. As such, Columbia agreed to provide services and parts for such repairs of said installation as needed during the duration of above mentioned one-year period. The Appliance was otherwise subject to the Manufacturer's Standard Warranty, a copy of which should have been provided to Mr. and Mrs. [redacted] upon installation of the Appliance. In his complaint to your organization (case # XXXXXX), Mr. [redacted] indicates that feels he was sold a "defective boiler" as opposed to defective installation of the Appliance more than seven years ago. Columbia values its relationships with its customers. As such, Columbia has undertaken to contact [redacted] to inquire about the Manufacturer's Standard Warranty associated with Mr. and Mrs. [redacted]' 2007 purchase and encourage them to work with Mr. and Mrs. [redacted] where possible to resolve this situation. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)No I don't accept their response. first the fact that we had several issues with this unit within the first year on installation is a true sign of a problem. I did state that the boiler may be defective. I will also state that all my issues is a combination of a bad boiler and poor installation. The [redacted] rep that came to my house in 2011 wrote that things needed to be corrected for the unit to run correctly. Which tells me the unit was installed wrong. That same rep as well as several techs have stated many things were done wrong during installation. I feel as the consumer who bought this unit in good faith thinking I was getting a good product sold to me from the Gas company should not have to hold the burden of poor work. Both companies have told me different things blaming each other for the issues. I feel I did get a bad unit and well as faulty installation. I spend [redacted] for the unit and have put at least that much into it and then some. I named [redacted] gas in this complaint because they sold me this unit and installed it. I have never heard of the [redacted] Company until this horrible unit was installed in my house.No one wants to take the blame and the consumer gets ripped off. I've tried my best to work with both companies to resolve my issues only to hear from two different companies. "sorry the unit is in good working order" (which I would disagree) and sorry we honored a 1 year warranty. I've had a problem every year since installation and can't get what I paid for. The consumer loses again. The Gas Company encouraged [redacted] to work with me. I ENCOURAGE THE GAS COMPANY TO WORK WITH LAARS to resolve my issue. However I know that won't happen because somebody will lose money besides me. I would welcome a sit down with both companies so someone can explain to me why I can't have semi trouble free service. It's not a perfect world and I wouldn't expect a trouble free home heating life but what we have been through is ridiculous. Final Business Response We have been in contact with Mr. [redacted] and we are trying to arrange a site visit with a [redacted] plumber/pipe-fitter and a [redacted] representative at a mutually convenient date to survey the equipment and the installation.

About 1 month ago Columbia gas came out to my house to move the 2 gas meters from the basement to outside, I have a 2 family. A week ago I happen to walk by the meters and I noticed a strong gas smell. I called the emergency number for gas leaks. The woman said she did a work order and someone would be out. I left for work, when I got home I looked at the meter and noticed the paint on one of the meters was off a small cylinder after the meter before the pipe went into the house. Because the work was done after the meter I new I would be charged for the gas that leaked out; so I took a picture of the meters. They are only a month old and you can clearly see where someone had used some kind of tool on it. I also could not smell gas any more. A week later I received my bill, and the amount of gas used was almost double any other bill I have received for Dec. This Dec. was very mild. The chart on the bill also showed that it was more gas in one month than all of last winter. More than last Jan. and Feb. and both months were very cold. I called Columbia Gas, after being on hold for 30 minutes I was able to speak with a woman named [redacted]. I told her what happened, she said they went to the house and repaired the leak. She told me the leak was before the meter. I told her it was not and I have a picture to prove it, and I could email her the picture. She said she would give the complaint to upper management and said they would probably adjust my bill. A woman named [redacted] called me and told me the bill was correct because the price had gone up. I told her it was the amount of gas I was being billed for is wrong. I told her the meter had only been installed about a month ago, and it had been leaking. She asked me how I know how long it been leaking and why I did not call earlier. I told here all I know is it was just installed a month earlier, and it was leaking. The meter is on the other side of the house from my driveway and entrance. She than told me the bill was correct and could not help me.Product_Or_Service: natual gasAccount_Number: XXX-XXX-XXX-XDesired SettlementMy bill needs to be adjusted, this is clearly Columbia's fault. I have owned this house for more than 8 years and my gas usage has never been any where near this bill. Columbia gas admitted they had to fix a leak and I have a picture showing the work was done after the meter. Business Response Mr. [redacted]' gas usage for December was up slightly in 2014 when compared to the same period in 2013. If he were billed for the same number of therms in 2014 as he was billed in 2013 (40), the difference in the amount of the bill would have been approximately [redacted] less than what he was billed. rates are much higher in Dec 2014 than they were in Dec 2013. Because of the inconvenience we caused, a credit of [redacted] will be applied to his account for customer satisfaction. I left a message at his home today explaining the credit and apologizing for the inconvenience.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The meter leaked gas for a month. I do not believe the [redacted] covers the gas that leaked.

failure to provide gas instillation this year despite multiple pleas to do so under consideration of medical necessityMy troubles with Columbia Gas began about 2 years ago when I requested if I could have gas placed late in the year and they told me I could be added on. I am fairly certain this was in October. Due to the cost of a natural gas heating system I chose to wait and saved my money until this year when it could be done. I planned to file late August, but the Heating and Cooling specialist upped his quote from 20 thousand dollars two years ago to 25 thousand this year, so I sought a second bid prior to calling Columbia gas on September 16th of 2014. I was given false information over the phone as to where the gas would be brought in from. The lady told me they would have to bring the gas in from Navaho road when in fact it was much closer along my road where the main was located next door. This in itself caused a great deal of stress, as I was under the impression from the neighbor who brought in gas from Navaho several years ago that this would be quite a long distance to bring the gas line in from and in her experience cost an extra $10,000 to achieve. Then the gas lady informed me that I could not submit an application as the deadline for applications was September 1st. I have a brochure they mailed out to me not long before this conversation and there is no mention whatsoever of such a deadline.I requested to speak with her supervisor and she allowed me to submit an application that I faxed it back the very next day September 18th. I explained to her in detail on the phone and where I could on the application that I was looking for a medical exception because my family was allergic to the pellet stove I was using and that my younger daughter missed several day of school last winter due to nasal congestion and inability to breathe and sleep. In addition my wife has multiple sclerosis and with weakened immune systems has recurrent nasal infections due to the pellet stove. I stressed several times that having the gas system installed this year was imperative. Despite placing the application the 18th the engineering department didn't receive the application until the 22nd, and their slow process wasn't completed until October 8th at which time much to my surprise I was placed on yet another 6 to 8 week waiting period. I must have called Columbia Gas 7 times, mostly asking for the supervisor to expedite gas installation. She returned my phone calls in less than 50% of the cases, and best I could tell was my ignoring my plea for a medical need consideration. Last week upon further inquiry I was told I am moved to next spring.My complaints about Columbia Gas are several. First, their advertisements do not specify deadlines. Second, the operator gave misinformation initially and really shouldn't be allowed to give an opinion on engineering issues. Third, the "supervisor" was quite irresponsible about returning phone calls and since she seemed to be the only person with the authority to make exceptions wasn't much of an ombudsmen or client advocate whatsoever. I am concerned that Columbia Gas has a monopoly, runs a very slow and inefficient company internally, and goes about business as they please with no exceptions to the rule or medical leniency regarding families in greater need. Human beings are sensitive and shouldn't be treated like dead meat at the deli counter waiting for their number to be called without voice. First and foremost there is still time to bring gas to my house should they chose to do so. Alternatively, as they have determined that there are several people in front of me and I have been moved to next spring service despite over two months gone by, I would hope the Revdex.com would consider allowing alternative business competition, or at the very least an internal investigation as to the slow mishandling of my application, starting at the receptionist and moving toward supervisor whom filled me thus far with false hopes as my family continues to suffer.Desired SettlementI would like my gas installed this year. I would also like an internal investigation into the company, perhaps the corporate office and preferably an external agency could look into the local ongoings of the Haverall office. I found the receptionist offering information of an engineering nature misleading in a nature that caused considerable economic worry to the consumer. I found the call back rate and slowness of the supervisor returning phone calls irresponsible and highly disturbing. The slow movement of the application process from the time of fax to engineering, the slowness while in engineering, and the delayed information to the consumer that it would be another 6 to 8 weeks while waiting in anticipation were all disheartening. But the final determination late in the process to be postponed to the following spring were all of a slow bleed nature to the consumer. In addition, should they be allowed to function in this irresponsible manner, they should be more specific in their mail out brochure that lacks a specific deadline and has no dated postmark on their mailing. Finally, if such a monopoly is allowed to run in such a slow, inefficient, and irresponsible manner, then regulatory oversight should strongly consider opening up competition in the natural gas field provers in my neighborhood, instead of allowing a monopoly to treat their customers much like dead meat at deli counter, first come first serve, no questions realistically entertained. They need to incorporate a mechanism to address sensitive human beings with special needs pertaining to medical necessities that when ignored lead to increased health care costs, absence from work and school, and delays in seeking alternative solutions while "hooked" to their nebulous business practices.Business Response Mr. [redacted] was informed on 9/16/14 when he called to inquire about installing a new service that CMA could not guarantee at that point that new applications for gas services would be completed in 2014 due to a backlog of previsouly applied for and approved services that were scheduled out to the end of the road work season. He was faxed paperwork on 9/17 and he was told on that date that we would process his application but we could not promise that his service would be installed in 2014 and that 2015 was the probable installation date. After an engineering evaluation was completed, it was determined that a contribution was not requried and he was sent a contract on 10/7 which was returned the next day. Unfortunately we cannot complete any additional work this year than is already in process. The service is scheduled to be installed in 2015.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)No. First of all there was no "probable" 2015 date. It was "we'll try" for 2014, but little did I know two months ago this was a half hearted attempt at best. Second I see a nice flowery administrative draft letter that one comes to expect from major corporations dodging the crux of the problem, but no inquiry into the slow mechanics of the internal workings of the departments, and no mention of any exceptions for medical necessity. Department of Public Health inquiry comes next, as I see nothing here but a shrugging off of client concerns and major health issues that fell on deaf ears at Columbia Gas.Final Business Response We are sorry that we cannot accomodate Dr. [redacted] with a new gas service in 2014. In every contact with Dr. [redacted], CMA staff indicated that we would install the service in 2014 if it was possible. Unfortunately it is just not possible to do so. The construction season is just about over and there are other customer orders ahead of his. Work to install new services will resume in early 2015 and this installation will be completed at that time.

Gas line inspectionColumbia Gas came out to inspect the gas line on property on 6/29/2013 and their computer system reflected this fact. I spoke to 2 representatives on 11/14/2013 and confirmed that the inspection was completed on 6/29/2013. However, I have received 3 letters from Columbia since then threating to cancel services. It turns out that they "lost their paperwork due to system change". They want to come back to reinspect the lines or cancel service even though this is clearly not our fault. What assurances do I have that the paperwork wouldn't be lost the second time since they clearly are not adhearing to responsible business practice the first time? Supervisors are not helpful in resolving the issue. Their system clearly confirms the inspection then what more do they need? Desired SettlementTake what your system has which is that the inspection is completed on 6/29/13 and resolve this issue. Do not come back for another time and stop sending me termination notices.Business Response The inside pipe inspection was completed on 6/13/13, on a date that CMA was converting to a new system and the inspectors paperwork did not get processed timely. That has now been corrected. It was noted that a second technician was needed to perform work on a vent and that was completed on 12/5/13. Once I have confirmation that all required work is complete, I will update this form. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Please provide confirmation that all required inspection and work is complete and we will no longer receive any notices regarding this.Final Business Response [redacted] was contacted yesterday by [redacted] and an order has been scheduled for Dec 19 to change the meter. Once the meter is changed all presently required work will be complete.

Failure to communciate and respond in a timely manner to request for emergency service.My [redacted] and I returned from a few days away to discover that our furnace had malfunctioned while we were awayThe house temperature was below freezing and we immediately called Columbia Gas / [redacted] for assistanceUnfortunately, it was New Year's eve and I was told that I would be notified as soon as [redacted] reached a contractor who could provide serviceAfter receiving no call or any type of update, I contacted [redacted] again one hour later to find out if there would be anyone available for service and I was told the chances were "slim to none before the next day." The next morning, with my house temperatures continuing to plummet and pipes freezing, I called again and was told again that a contractor would be contacted and then [redacted] would call me with the name of that personAfter waiting a few more hours, I contacted my own plumber who immediately responded, replacing the thermacouple and relighting the furnace, thawing the pipes, as well as, replacing a series of pipes that had begun to burstAt PM, I received a call from an independent contractor who told me that he had just been contacted by [redacted]This is at least hours after my initial callHe was stunned that he had not been called earlier by [redacted]He said that he had been eagerly waiting for work and would have immediately responded to our emergency the evening beforeNeedless to say, I am very disappointed in the service from [redacted]I am questioning why I am paying for urgent service that seems to be only theoretical in natureI certainly understood that it was New Year's Eve, customers with gas leaks would take priority, or elderly without heat, but it was very distressing that [redacted] apparently made little effort to reach contractors who were ready and willing to provide serviceDesired SettlementI sent a formal complaint (Fax) to the[redacted] team at Columbia Gas but I have had no response from themI suggested that the[redacted] of [redacted] needs to review its own policies about how customer service representatives communicate with (or more appropriately, fail to communicate with) the service contractorsTheir own independent contractor (referenced above) told me that they would never respondThey have neither called to find out whether I need any further service, and certainly have not offered to reimburse me the [redacted] for plumbing repairs.Business Response I have heard from Columbia Home Solutions and learned that they are working with [redacted] toward a resolution of reimbursement of the contractor's invoiceI will continue to monitor the case until it is closed

Gas line inspectionColumbia Gas came out to inspect the gas line on property on 6/29/2013 and their computer system reflected this fact. I spoke to 2 representatives on 11/14/2013 and confirmed that the inspection was completed on 6/29/2013. However, I have received 3 letters from Columbia since then threating to cancel services. It turns out that they "lost their paperwork due to system change". They want to come back to reinspect the lines or cancel service even though this is clearly not our fault. What assurances do I have that the paperwork wouldn't be lost the second time since they clearly are not adhearing to responsible business practice the first time? Supervisors are not helpful in resolving the issue. Their system clearly confirms the inspection then what more do they need? Desired SettlementTake what your system has which is that the inspection is completed on 6/29/13 and resolve this issue. Do not come back for another time and stop sending me termination notices.Business Response The inside pipe inspection was completed on 6/13/13, on a date that CMA was converting to a new system and the inspectors paperwork did not get processed timely. That has now been corrected. It was noted that a second technician was needed to perform work on a vent and that was completed on 12/5/13. Once I have confirmation that all required work is complete, I will update this form. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Please provide confirmation that all required inspection and work is complete and we will no longer receive any notices regarding this.Final Business Response [redacted] was contacted yesterday by [redacted] and an order has been scheduled for Dec 19 to change the meter. Once the meter is changed all presently required work will be complete.

On 1/24/14 I applied to bring gas service to my home. On 04/16/14 I signed the contract which Columbia Gas sent to me and paid them in full $8,441.00. On 05/05/14 a rep ([redacted]) from Columbia Gas came to my home and told me that they can not bring gas to my home because the line must run perpendicular to the street and can not deviate more than 4' which would be impossible at this site. After many unreturned calls to Columbia Gas, on 6/9/14 I finally spoke with [redacted] and I cancelled the request to bring gas service to my home and asked that they refund My $8,441. [redacted] wrote on 6/9 that she would have my refund processed. In July I called Columbia multiple times (again many unreturned calls) to find out the status of my refund. I was finally told that [redacted] hadn't submitted my refund request until 6/18 and that it would take 4-6 weeks from that date for me to receive my refund. The 4-6 weeks have passed [redacted] still no refund and again nobody will return my call. I borrowed that money and am paying interest on those funds which they've had since April 16. Columbia Gas did not fulfill their end of the contract and I want my money back. I tried to resolve this with Columbia and just get "the runaround". Please Help!Desired SettlementRefund $8,441.00Business Response Upon investigation of this complaint, I learned that the New Business suppervior just the day before had already launched an escalated investigation into the check request that did not get processed. She found that an error had occured. The error was corrected and the check was to be issued on 8/8. I trust that the customer has by now received it and have left a message at their home to confirm this to be true, leaving my call back number. A new check refund process had been implemented to eliminate this type of error from occuring again.

Does not credit payments correctly! Columbia Gas's site always claims that payments made on a given business day were not made until the next business day. For example, a payment they received Aug 22 was not credited until Aug 25, a payment they received on Sept. 26 was not credited until Sept 29.
I use my bank's bill pay. All my other accounts are credited the day the bank says the paymnet was made. A payment the bank says was made on Sept 19 was credited by the recipient as being paid on Sept 19.

Does not credit payments correctly! Columbia Gas's site always claims that payments made on a given business day were not made until the next business day. For example, a payment they received Aug 22 was not credited until Aug 25, a payment they received on Sept. 26 was not credited until Sept 29.
I use my bank's bill pay. All my other accounts are credited the day the bank says the paymnet was made. A payment the bank says was made on Sept 19 was credited by the recipient as being paid on Sept 19.

failure to provide gas instillation this year despite multiple pleas to do so under consideration of medical necessityMy troubles with Columbia Gas began about 2 years ago when I requested if I could have gas placed late in the year and they told me I could be added on. I am fairly certain this was in October. Due to the cost of a natural gas heating system I chose to wait and saved my money until this year when it could be done. I planned to file late August, but the Heating and Cooling specialist upped his quote from 20 thousand dollars two years ago to 25 thousand this year, so I sought a second bid prior to calling Columbia gas on September 16th of 2014. I was given false information over the phone as to where the gas would be brought in from. The lady told me they would have to bring the gas in from Navaho road when in fact it was much closer along my road where the main was located next door. This in itself caused a great deal of stress, as I was under the impression from the neighbor who brought in gas from Navaho several years ago that this would be quite a long distance to bring the gas line in from and in her experience cost an extra $10,000 to achieve. Then the gas lady informed me that I could not submit an application as the deadline for applications was September 1st. I have a brochure they mailed out to me not long before this conversation and there is no mention whatsoever of such a deadline.I requested to speak with her supervisor and she allowed me to submit an application that I faxed it back the very next day September 18th. I explained to her in detail on the phone and where I could on the application that I was looking for a medical exception because my family was allergic to the pellet stove I was using and that my younger daughter missed several day of school last winter due to nasal congestion and inability to breathe and sleep. In addition my wife has multiple sclerosis and with weakened immune systems has recurrent nasal infections due to the pellet stove. I stressed several times that having the gas system installed this year was imperative. Despite placing the application the 18th the engineering department didn't receive the application until the 22nd, and their slow process wasn't completed until October 8th at which time much to my surprise I was placed on yet another 6 to 8 week waiting period. I must have called Columbia Gas 7 times, mostly asking for the supervisor to expedite gas installation. She returned my phone calls in less than 50% of the cases, and best I could tell was my ignoring my plea for a medical need consideration. Last week upon further inquiry I was told I am moved to next spring.My complaints about Columbia Gas are several. First, their advertisements do not specify deadlines. Second, the operator gave misinformation initially and really shouldn't be allowed to give an opinion on engineering issues. Third, the "supervisor" was quite irresponsible about returning phone calls and since she seemed to be the only person with the authority to make exceptions wasn't much of an ombudsmen or client advocate whatsoever. I am concerned that Columbia Gas has a monopoly, runs a very slow and inefficient company internally, and goes about business as they please with no exceptions to the rule or medical leniency regarding families in greater need. Human beings are sensitive and shouldn't be treated like dead meat at the deli counter waiting for their number to be called without voice. First and foremost there is still time to bring gas to my house should they chose to do so. Alternatively, as they have determined that there are several people in front of me and I have been moved to next spring service despite over two months gone by, I would hope the Revdex.com would consider allowing alternative business competition, or at the very least an internal investigation as to the slow mishandling of my application, starting at the receptionist and moving toward supervisor whom filled me thus far with false hopes as my family continues to suffer.Desired SettlementI would like my gas installed this year. I would also like an internal investigation into the company, perhaps the corporate office and preferably an external agency could look into the local ongoings of the Haverall office. I found the receptionist offering information of an engineering nature misleading in a nature that caused considerable economic worry to the consumer. I found the call back rate and slowness of the supervisor returning phone calls irresponsible and highly disturbing. The slow movement of the application process from the time of fax to engineering, the slowness while in engineering, and the delayed information to the consumer that it would be another 6 to 8 weeks while waiting in anticipation were all disheartening. But the final determination late in the process to be postponed to the following spring were all of a slow bleed nature to the consumer. In addition, should they be allowed to function in this irresponsible manner, they should be more specific in their mail out brochure that lacks a specific deadline and has no dated postmark on their mailing. Finally, if such a monopoly is allowed to run in such a slow, inefficient, and irresponsible manner, then regulatory oversight should strongly consider opening up competition in the natural gas field provers in my neighborhood, instead of allowing a monopoly to treat their customers much like dead meat at deli counter, first come first serve, no questions realistically entertained. They need to incorporate a mechanism to address sensitive human beings with special needs pertaining to medical necessities that when ignored lead to increased health care costs, absence from work and school, and delays in seeking alternative solutions while "hooked" to their nebulous business practices.Business Response Mr. [redacted] was informed on 9/16/14 when he called to inquire about installing a new service that CMA could not guarantee at that point that new applications for gas services would be completed in 2014 due to a backlog of previsouly applied for and approved services that were scheduled out to the end of the road work season. He was faxed paperwork on 9/17 and he was told on that date that we would process his application but we could not promise that his service would be installed in 2014 and that 2015 was the probable installation date. After an engineering evaluation was completed, it was determined that a contribution was not requried and he was sent a contract on 10/7 which was returned the next day. Unfortunately we cannot complete any additional work this year than is already in process. The service is scheduled to be installed in 2015.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)No. First of all there was no "probable" 2015 date. It was "we'll try" for 2014, but little did I know two months ago this was a half hearted attempt at best. Second I see a nice flowery administrative draft letter that one comes to expect from major corporations dodging the crux of the problem, but no inquiry into the slow mechanics of the internal workings of the departments, and no mention of any exceptions for medical necessity. Department of Public Health inquiry comes next, as I see nothing here but a shrugging off of client concerns and major health issues that fell on deaf ears at Columbia Gas.Final Business Response We are sorry that we cannot accomodate Dr. [redacted] with a new gas service in 2014. In every contact with Dr. [redacted], CMA staff indicated that we would install the service in 2014 if it was possible. Unfortunately it is just not possible to do so. The construction season is just about over and there are other customer orders ahead of his. Work to install new services will resume in early 2015 and this installation will be completed at that time.

Complaint"Non-registering" gas meter was replaced on 2-25. Prior monthly billing was an estimated figure based on past year's usage. Grossly over estimated."No"Non-registering" gas meter was replaced on 2-25. Prior monthly billing (January/February) was an estimated figure (XXXX)based on past year's usage. The reading of the meter that was removed was at 4617 which disturbed me because it was so much lower than the estimated bill as well as lower than my December "actual" reading from December/January which was at 4635. How can that be? When I questioned their actual reading as well as the estimated bill of almost $300.00, (higher than any bill of 2012/2013) I was told that they would look into this and re-calculate based on the details given to them during the phone conversation to question the exorbitant fee. My home is fairly new, well insulated, double paned windows and I am the only occupant. I am not in the home for 10-12 hours each day. My thermostat remains at 65 degrees all winter long. I do not use large amounts of gas to heat, cook or wash. When the new notice arrived with the re-calculated numbers, Columbia Gas Increased my previous billing stating that the meter reading from the technician was at 4907. This is un-true. The technician and I (Joe) read the meter together and he suggested that I contact Columbia Gas to dispute their estimated billing. Currently my bill has increased by an additional 61 therms over and above the high estimation of last month. I have made two more calls to customer service and was told a senior person would contact me. I have had no return call in the past two days. They claimed to have left a message. I have no phone messages. 1) How can they claim an actual reading that is lower than the meter reading? 2)I do not agree with their method of estimating bills and I am was warned that they over-inflate the figures.Desired SettlementI am asking for a sensible bill recalculation that will be more in line with my small usage. I aslo would hope that I can work this out with a phone call at the same time that this complaints is formally submitted.Business Response Complaint was resolved on 3/12/2014 when company was able to speak directly with Ms. [redacted] and explained to her that the meter had stopped registering usage in January and produced a very low bill for the month. Company replaced defective meter on 2/25/14 and estimated usage for the the February bill,leaving the January bill as it was. Then offered a 25% adjustment for customer satisfaction. Customer stated was satisfied with this resolution on 3/12/14.

Despite [redacted] fully on time payments, my gas was turned off, leaving me with freezing water. I was told every 3 years Columbia Gas needs to check gas pipes for safety. I have been a customer for 2 years, and have made all payments 100% on time. The company randomly turned off my gas leaving me with freezing water for bathing. When I called them to ask what was going on, they claimed they had sent me documents stating they needed to inspect my lines as it had been 3 years (it's only been 2). I never received any documents at all. They then told me I had to start over as a brand new customer and they would not turn my gas on for 6-8 weeks. They had me fill out new customer paperwork, and draw out architecture plans for my water heaters. There is verbiage in their documents that state I will be responsible for upwards of [redacted] if I do not activate my gas within 180 of receiving the document. I am also responsible for the cost of a new water tank. Again, I have been a customer for only 2 years, and just 2 years ago Columbia gas installed the entire tank system, and gas lines as my home had been vacated for many years prior to my purchasing it. I have placed multiple calls asking them to get the gas on sooner than 6-8 weeks as I live with an elderly relative, and the cold water is not beneficial for either of our health.Desired SettlementI would like to continue as an existing client and have my service reinstated immediately without incurring any additional charges. 6-8 weeks is too long to wait for heated water. Business Response Upon notice that a new owner had taken over this property, which happened after the service was cut off, CMA worked in the most efficient manner possible to restore the service. Once the paperwork for the new service was processed, the location was marked, dig safe called and the permit was applied for. Upon approval of the permit, the crew charged with renewing the service was scheduled. CMA arranged for the appliances to be re-piped to the new meter fit, installation of the new meter and service restoral to occur within a short period of time after the street work was completed. CMA will apply a [redacted] credit to Ms. Greigre's account for her plumber invoice and a customer satisfaction credit will also be applied to her account once the orders are updated on CMA's customer information system and her account is re-activated.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Although this response is accurate, it needs to be clearly stated that the notice CMA received "that a new owner had taken over this property" was inaccurately generated, as I had been living at this property for no less than 2 years. Furthermore, CMA did not contact me at any point prior to shutting my gas off. These two points are missing from the above explanation. We appreciate their efforts to restore the service as quickly as possible, and the credit they have applied towards the plumber bill, but we want to ensure that the appropriate measures are instilled so that this doesn't happen to anyone else. Final Business Response CMA takes full responsibility for disconnecting the service to this property. A proper investigation would have revealed that there was a new owner of the property and that CMA should have communicated with that new owner. CMA takes full responsibility for this error. As a result of this example, CMA is taking steps to ensure that this does not happen to another customer.

receiving payments not applying them to the proper account when received for sending them back. prematurely shutting off account service is only to charge fees for reconnect. No notifcation. 3 payments were made but send to a pobox registered to columbia gas. They charge fees for phone payments which is illegal so was advised to send payments by mail. They are registered in bill pay a pobox in Springfield. They received my three payments did not cash the checks or send the checks back to me. they charge [redacted] reconnect fee. When setting up arrangements rather then deal with the issue I was hung up on and then when I immediately called back I was advised they were closed even though thier hours stated they were open. They were also rude and judgemental over the phone. They also did disconnect without notice on friday before a holiday weekend so there would be no chance of getting hot water turned back on before tuesday 8am-12midnight. 14 hour window requiring somebody over 18 be present to let them in. They are very unprofessional disconnecting the phone call and telling me they "lost" the call even though they are landlines. Because they were not cashing the checks or sending them back I have to place stop payments on them which costs more money. They are awful and very rude. Constantly finding ways to charge extra fees.Desired Settlementwould like late fees and reconnection fees reimbursed due to their payment processing error have proved the received payments did not cash them or return them to senderBusiness Response The service was disconnected on Thursday [redacted] When Mr. [redacted] contacted CMA on [redacted] it appeared that he was in his car and is the most likely reason why the call dropped. CMA does not disconnect calls and does not perform disconnection prematurely. As an alternative to his current payment channel, payments can be made free of charge on the CMA web site. Mr. [redacted] did resolve the outstanding balance on the account on [redacted] and an order was issued to restore the service. CMA will cancel the reconnection fee if he provides supporting documentation that payments were sent to CMA and not processed. No late fees have been applied to his account.

On March 24,2104 I accidentally overpaid my account by $1247.44. I have been trying to get a refund ever since. On March 24,2104 I accidentally overpaid my account by $1247.44. The account number is: XXX-XXX-XXX-XThe service address is: [redacted] Attleboro, MA XXXXXI have called 7 times to try and get this resolved. The following lists the person I spoke with and the date of the call:1. [redacted] in April2. [redacted] on 5/27/143. [redacted] on 6/3/144. [redacted] again on 6/24/145. [redacted] on 7/28/146. [redacted] on 8/11/147. [redacted] and then [redacted] on 8/25/14I also mailed a letter on 7/19/14.In each of the calls 1-5 the person claims that they will have a check reissued and that they will call me back. They never do. When I called on 8/11/14, [redacted] claimed that the check had cleared on 5/28/14. I asked for proof and she said she would email and mail proof within 7-10 days. I never received anything. When I called on 8/25/14, I got the same story from [redacted]. She said she would get back to me in 24-48 hours. Nothing. I am getting the run around from this company and I don't know why. I never received a check. Ironically, the continue to send me a bill each month.Desired SettlementPlease refund my overpayment. The initial overpayment was $1247.44. However, $29.22 was deducted from the first bill after the overpayment. As a result, I am owed $1218.22.Business Response [redacted] of Columbia Home Solutions has been in touch with the customer. A refund check of $1218.22 issued in May 2014, was signed and cashed by the customer. A copy is being sent to them for verification.

receiving payments not applying them to the proper account when received for sending them back. prematurely shutting off account service is only to charge fees for reconnect. No notifcation. 3 payments were made but send to a pobox registered to columbia gas. They charge fees for phone payments which is illegal so was advised to send payments by mail. They are registered in bill pay a pobox in Springfield. They received my three payments did not cash the checks or send the checks back to me. they charge [redacted] reconnect fee. When setting up arrangements rather then deal with the issue I was hung up on and then when I immediately called back I was advised they were closed even though thier hours stated they were open. They were also rude and judgemental over the phone. They also did disconnect without notice on friday before a holiday weekend so there would be no chance of getting hot water turned back on before tuesday 8am-12midnight. 14 hour window requiring somebody over 18 be present to let them in. They are very unprofessional disconnecting the phone call and telling me they "lost" the call even though they are landlines. Because they were not cashing the checks or sending them back I have to place stop payments on them which costs more money. They are awful and very rude. Constantly finding ways to charge extra fees.Desired Settlementwould like late fees and reconnection fees reimbursed due to their payment processing error have proved the received payments did not cash them or return them to senderBusiness Response The service was disconnected on Thursday [redacted] When Mr. [redacted] contacted CMA on [redacted] it appeared that he was in his car and is the most likely reason why the call dropped. CMA does not disconnect calls and does not perform disconnection prematurely. As an alternative to his current payment channel, payments can be made free of charge on the CMA web site. Mr. [redacted] did resolve the outstanding balance on the account on [redacted] and an order was issued to restore the service. CMA will cancel the reconnection fee if he provides supporting documentation that payments were sent to CMA and not processed. No late fees have been applied to his account.

About 1 month ago Columbia gas came out to my house to move the 2 gas meters from the basement to outside, I have a 2 family. A week ago I happen to walk by the meters and I noticed a strong gas smell. I called the emergency number for gas leaks. The woman said she did a work order and someone would be out. I left for work, when I got home I looked at the meter and noticed the paint on one of the meters was off a small cylinder after the meter before the pipe went into the house. Because the work was done after the meter I new I would be charged for the gas that leaked out; so I took a picture of the meters. They are only a month old and you can clearly see where someone had used some kind of tool on it. I also could not smell gas any more. A week later I received my bill, and the amount of gas used was almost double any other bill I have received for Dec. This Dec. was very mild. The chart on the bill also showed that it was more gas in one month than all of last winter. More than last Jan. and Feb. and both months were very cold. I called Columbia Gas, after being on hold for 30 minutes I was able to speak with a woman named [redacted]. I told her what happened, she said they went to the house and repaired the leak. She told me the leak was before the meter. I told her it was not and I have a picture to prove it, and I could email her the picture. She said she would give the complaint to upper management and said they would probably adjust my bill. A woman named [redacted] called me and told me the bill was correct because the price had gone up. I told her it was the amount of gas I was being billed for is wrong. I told her the meter had only been installed about a month ago, and it had been leaking. She asked me how I know how long it been leaking and why I did not call earlier. I told here all I know is it was just installed a month earlier, and it was leaking. The meter is on the other side of the house from my driveway and entrance. She than told me the bill was correct and could not help me.Product_Or_Service: natual gasAccount_Number: XXX-XXX-XXX-XDesired SettlementMy bill needs to be adjusted, this is clearly Columbia's fault. I have owned this house for more than 8 years and my gas usage has never been any where near this bill. Columbia gas admitted they had to fix a leak and I have a picture showing the work was done after the meter. Business Response Mr. [redacted]' gas usage for December was up slightly in 2014 when compared to the same period in 2013. If he were billed for the same number of therms in 2014 as he was billed in 2013 (40), the difference in the amount of the bill would have been approximately [redacted] less than what he was billed. rates are much higher in Dec 2014 than they were in Dec 2013. Because of the inconvenience we caused, a credit of [redacted] will be applied to his account for customer satisfaction. I left a message at his home today explaining the credit and apologizing for the inconvenience.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The meter leaked gas for a month. I do not believe the [redacted] covers the gas that leaked.

In 2007 we had a gas furnace installed. The furnace has NEVER worked right since it was installed. In 7 years about 14 issues.On [redacted] We had a [redacted] furnace model [redacted] serial:EXXXXXXXX installed by [redacted] now Columbia Gas of Massachusetts For [redacted] in our Home.we have had noting but trouble with the unit since it was installed. One month to the day [redacted] we had no heat. service called [redacted] no heat service call made. [redacted] no heat replaced pwm board [redacted] no heat service [redacted] no heat service [redacted] no heat sevice [redacted] no heat service call. [redacted] no heat service [redacted] no heat service call. It should be noted on all theses service calls I continued to speak with several different people from [redacted] Gas complaining about my on going issues and felt the unit should be replaced with a functioning on.I spoke [redacted] who now no longer work for the company.In 2011 after several service calls and thousands of dollars. [redacted]. I explained to her the continuing problems I had. She sent out the territory service [redacted] from the [redacted] Co on [redacted] He did several test and reported his findings to be a venting issue and ordered some repairs. Stating the unit was in good working condition. I disagree with theses findings. The repairs he suggested were completed on [redacted] The unit may have worked for 1 year without a service call since it's been installed. Problems continued [redacted] the unit began leaking water. 4 service calls and 3 different plumbers the unit was repaired on [redacted] On [redacted] the unit failed again. Plumber came 4 times and can't find the problem. I called a second plumber came on [redacted] replaced a pump and problem still not resolved. I tried calling Columbia Gas several times as well as the [redacted] rep [redacted] with no response. At some point I believe [redacted] may have said that some of the issues were because the unit was not installed properly. I have had at least 14 problems in 7 years and feel I got a defective boiler.Desired SettlementI requested a new boiler in 2011 because of the on going problems.Several of these problems have occurred while i've been away and if not for a freeze alarm I would have had pipe and water damage. I feel I can't leave home for too long during the winter months because of this ongoing problem. Ultimately all I wanted was what I paid for. I have a [redacted] care policy the covers repairs up to a certain amount. I have gone over that amount several times just trying to get heat. Neither Columbia Gas nor [redacted] systems finds my issues to be alarming. I will state again I just want a working boiler that I paid for and I feel this unit isn't the one. Repair after repair from new @ [redacted] I did not get what I paid for. I would like a new boilerThanks [redacted]Business Response We have examined the documentation relating to the sale and installation of a [redacted] residential [redacted] and [redacted] Boiler/Water Heater model number [redacted] (the "Appliance") to [redacted] and [redacted] in [redacted] 2007. The Appliance Sales Agreement dated [redacted] 2007 indicates that [redacted] Company's, currently doing business as Columbia Gas of Massachusetts ("Columbia"), warranty obligations are that the installation of the Appliance be free of defects for a period of one year after the Appliance was installed. As such, Columbia agreed to provide services and parts for such repairs of said installation as needed during the duration of above mentioned one-year period. The Appliance was otherwise subject to the Manufacturer's Standard Warranty, a copy of which should have been provided to Mr. and Mrs. [redacted] upon installation of the Appliance. In his complaint to your organization (case # XXXXXX), Mr. [redacted] indicates that feels he was sold a "defective boiler" as opposed to defective installation of the Appliance more than seven years ago. Columbia values its relationships with its customers. As such, Columbia has undertaken to contact [redacted] to inquire about the Manufacturer's Standard Warranty associated with Mr. and Mrs. [redacted]' 2007 purchase and encourage them to work with Mr. and Mrs. [redacted] where possible to resolve this situation. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)No I don't accept their response. first the fact that we had several issues with this unit within the first year on installation is a true sign of a problem. I did state that the boiler may be defective. I will also state that all my issues is a combination of a bad boiler and poor installation. The [redacted] rep that came to my house in 2011 wrote that things needed to be corrected for the unit to run correctly. Which tells me the unit was installed wrong. That same rep as well as several techs have stated many things were done wrong during installation. I feel as the consumer who bought this unit in good faith thinking I was getting a good product sold to me from the Gas company should not have to hold the burden of poor work. Both companies have told me different things blaming each other for the issues. I feel I did get a bad unit and well as faulty installation. I spend [redacted] for the unit and have put at least that much into it and then some. I named [redacted] gas in this complaint because they sold me this unit and installed it. I have never heard of the [redacted] Company until this horrible unit was installed in my house.No one wants to take the blame and the consumer gets ripped off. I've tried my best to work with both companies to resolve my issues only to hear from two different companies. "sorry the unit is in good working order" (which I would disagree) and sorry we honored a 1 year warranty. I've had a problem every year since installation and can't get what I paid for. The consumer loses again. The Gas Company encouraged [redacted] to work with me. I ENCOURAGE THE GAS COMPANY TO WORK WITH LAARS to resolve my issue. However I know that won't happen because somebody will lose money besides me. I would welcome a sit down with both companies so someone can explain to me why I can't have semi trouble free service. It's not a perfect world and I wouldn't expect a trouble free home heating life but what we have been through is ridiculous. Final Business Response We have been in contact with Mr. [redacted] and we are trying to arrange a site visit with a [redacted] plumber/pipe-fitter and a [redacted] representative at a mutually convenient date to survey the equipment and the installation.